The Issue Management Senior Issue Manager is a subject matter expert with industry expertise, contributing to standards around which others will operate and accomplishing results by driving those standards with other professional team(s) and department(s). Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and Regulators. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning.
Manage and drive the Issue Management process from Start to Finish ensuring alignment with Issue Management Procedure and Policy
Provide consistent Issue status communication to senior leaders in supported Lines of Business which includes applicable escalations.
Develops, produce and monitor issue metrics for Senior Leadership on a consistent basis and confirm through quality assurance controls that Issues management is being performed according to Issue Management Procedure and Policy.
Leverage communication and influencing skills to guide issue and corrective action plan owners and issue managers throughout the issue management process. Enable the Issue Management team so that their knowledge and confidence ensures successful results.
Display continued growth in leadership and coaching to be a quality contributor and point of contact for all areas of the business in identifying and escalating issues and making sound decisions based on facts and business knowledge, and delivering innovative decisions/solutions
Drive a culture of continuous improvement and efficiency within the Issue Management team as well as with our involvement with our business partners. Improve speed and consistency in identifying and escalating Issues while maintaining accuracy and full mitigation.
Keeps abreast of the organization's operational processes and best practices for business strategy.
Build partnerships with supported Line of Businesses Operations leaders, process owners, client experience leaders, control leaders, Legal, Compliance, Risk, Internal Audit and Training, so that efforts are aligned with strategy and department efforts, ensuring downstream impacts are considered and business solutions are optimized.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Ability to run and manage conference calls with business partners, technology and functional peers from multiple disciplines to reach a common goal.
Experience within Mortgage Servicing and/or third party/vendor management preferred.
Proficient with the iCAP system, experience with Cognos is a plus.
6-10 years of experience
Bachelor's/University degree or equivalent experience
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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.